Description

Job Summary

The Information Technology Support Analyst is responsible for providing first-line support to end-users, preparing hardware for deployment, troubleshooting hardware and software issues, and maintaining IT systems and equipment. Additionally, the role will assist in the management of network devices, implementation, and support of security measures, optimize IT infrastructure performance, and collaborate with the IT team to ensure seamless operations and cutting-edge technology solutions for the organization.

Key Responsibilities - Essential Duty or Function

Customer Service:

• Provides support to LCO organization through the completion of complex assignments and project coordination.
• PC Support: Provides end-user support. Installs, configures, and maintains PC hardware and software. Foresees potential issues and acts in a proactive manner.
• Software Support: Installs, maintains, and supports Microsoft Office, anti-virus software, and proprietary applications products.
• Trains end-user staff in the use and day-to-day management of network systems. Ensures problems are properly communicated and escalated through the organization.
• Assist in analyzing and resolving application and system issues.
• Exhibit strong organizational, analytical, multi-tasking, and prioritization skills.

Business Continuity:

• Researches and stays abreast of the latest technologies, including, but not limited to, Windows operating systems, business-critical applications, latest software releases, patches, and updates.
• Assists in the design of workstation and server solutions on a company-wide basis to improve workflow.
• Identifies, communicates, and implements solutions to maximize operational efficiencies.
• Participate in disaster recovery planning, testing, and response.

Auditing and Compliance:

• Provides detailed documentation of all implementations, changes, and solutions. Monitors and maintains backup systems.
• Audits and monitors remediation efforts concerning compliance with corporate and customer security, privacy, and related goals, including IT compliance, operations process, human resources policy, physical compliance, and policy creation.

Hardware Management

• Performs standard maintenance and diagnostic tasks across all communication systems including desktops, Server infrastructure, and network infrastructure.
• Participates in the implementation of new hardware platforms and products.
• Evaluates and recommends new technologies as business requires. This includes development of projects, evaluation, and testing plans.

Qualifications

Education Requirements

Bachelor's degree in Information Technology or a related field is required.

Experience Requirements

The ideal candidate demonstrates a proactive, "let's go" mindset, strong ownership of work, and a systems-oriented approach to problem solving. The role requires the ability to communicate effectively, collaborate as part of a team, and manage multiple priorities in a fast-paced environment while maintaining a high standard of service and accountability.

Skills and Abilities

To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficiency in computer hardware, software, and peripherals.
• Foundational knowledge of networking, remote desktop, and VPN technologies.
• Expertise in Microsoft Windows 10 or newer and Microsoft 365 applications.
• Experience with Windows Server 2019+.
• Thorough understanding of IT security principles and policies.
• Proficient in Active Directory, Group Policy Management, DNS, DHCP, etc.
• Familiarity with Microsoft Azure AD, Hybrid AD, Intune, Defender, and MS Hosted Exchange.
• Additional experience with VMWare and vCenter is beneficial.
• Experience with Dell/EMC SAN would be a plus.
• Familiarity with Sonicwall networking infrastructure would be beneficial.
• Experience with OnPrem to Cloud migrations
• Ability to handle a wide range (breadth, depth, and variety) of work during a typical day.
• Possesses strong customer focus and service orientation.
• Must be able to make sound decisions in several areas, including technical (troubleshooting and analysis), personal (prioritizing activity and maximizing business value) and interpersonal (managing user expectations, dealing with difficult support issues, etc.)
• Ability to maintain absolute confidentiality with regards to all aspects of business operations, physicians, employees, patients, and customers.
• Ability to communicate professionally and effectively in all levels of an organization.
• Ability to multi-task and prioritize as needed.
• Ability to analyze data, formulate conclusions, and make recommendations.
• Ability to work independently and as a member of a team.
• Skilled in time, priority, and task management.

Licenses or Certificates

License or certification in related field preferred.

Supervision

SUPERVISION

Reports directly to the Director of Quality and Regulatory Affairs.

SUPERVISION EXERCISED

None

Working Environment

Work environment varies from office to home office environment to clinical practice areas. Must participate in On-Call Rotation.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

PHYSICAL DEMANDS 

Physical Demands

Stand O (Occasionally) 

Walk O (Occasionally) 

Sit F (Frequently) 

Handling / typing F (Frequently) 

Reach Outward O (Occasionally) 

Reach Above Shoulder O (Occasionally)

Climb O (Occasionally) 

Crawl O (Occasionally) 

Squat or Kneel O (Occasionally) 

Bend O (Occasionally) 

Lift/Carry 

10 lbs or less O (Occasionally) 11-20 lbs O (Occasionally) 21-50 lbs O (Occasionally) 51-100 lbs N (Not Applicable) Over 100 lbs N (Not Applicable) 

 Push/Pull 

12 lbs or less N (Not Applicable) 13-25 lbs N (Not Applicable) 26-40 lbs N (Not Applicable) 41-100 lbs N (Not Applicable) 

N (Not Applicable) Activity is not applicable to this occupation. 

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) 

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) 

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day) 

ADA

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of Life Connection of Ohio are expected to perform tasks as assigned by Life Connection of Ohio supervisory personnel, regardless of job title or routine job duties.